Refund policy
Returns
We have a 14 day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn, unopen or unused, with tags and hygiene seals intact, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can scan the return QR code with your product or contact us at hello@upgradd.co.uk
Please note that returns will need to be sent to the following address:
UPGRAD'D® Labs (Returns)
Unit E2 Churcham Business Park
Churcham
GL28AX
United Kingdom
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@upgradd.co.uk
Patch Test Policy
If you are returning a product after using our patch test and discovering that your skin and our product were not compatible please scan the return QR code with your product or contact us at hello@upgradd.co.uk. If your return is accepted, we’ll send you a free return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Scan QR Code for Returns:
Can´t scan? Click here.
To be eligible for a return under our patch test policy, your product must be in the same condition that you received it, unopened and unused. Specifically the hygiene seal around any bottle or container must be intact and unopened. It is acceptable that the original outer packaging will have been opened and the patch test inside used.
Refunds under our patch test policy are valid for purchases made from upgradd.co.uk and residents of the United Kingdom only. You’ll need a receipt or other proof of purchase.
You can always contact us for any return question at hello@upgradd.co.uk
Damages and issues
We’re so sorry your items arrived in less-than-perfect condition. Please email hello@upgradd.co.uk with your order number and 2-3 clear photos of the problem, indicating whether you’d prefer a replacement or refund. We’ll get back to you shortly with a refund process, or send you out a brand new item. We’ll then email you when the refund has been processed OR when your replacement has been dispatched. We always do our best to resolve problems as quickly as possible!
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods, custom products (such as special orders or personalised items), and personal care goods (such as beauty products) which have been unsealed or opened. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union and UK 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@upgradd.co.uk